Many service systems use case managers, servers who are assigned multiple customers and have frequent, repeated interactions with each customer until the customer’s service is completed. Examples may be found in health care (emergency department physicians), contact centers (agents handling multiple on-line chats simultaneously) and social welfare agencies (social workers with multiple clients)...

An important issue in open agent systems such as the Internet is the discovery of service providers by potential consumers (requesters). This paper is concerned with services that involve the ongoing provision of up-to-date information to requesters. We explore three separate issues: subscription to an information provider for ongoing provision of information; monitoring for new information pro...

Economic actors have to make lots of decisions, and the paper is based on the premise that it takes time to be involved in any one of them. Attempts to economize on decision-making time imply that groups of peers may abdicate decision-making authority to a small set of managers even though this means that the information and preferences of the uninvolved players are neglected. We find that play...

Empirical studies show that people tend to be overconfident about the precision of their knowledge, leading to miscalibration. Consistent with this, we found that on overage the decision makers of Swiss pension plans provide too narrow confidence intervals when asked to estimate the past return of various assets. Their confidence intervals are also systematically too narrow in their forecast of...

This short paper introduces a novel use of timeline-based planning as the core element of a dynamic training environment for crisis managers called PANDORA. A trainer is provided with a combination of planning and execution functions that allow him/her to maintain and adapt a “lesson plan” as the basis for the interaction between the trainer and a class of trainees. The training session is base...

This paper presents evidence on the impact of managers on cost efficiency in banking. Stochastic frontier analysis is applied to a unique Finnish data set. The paper finds that manager age and education have strong yet complicated effects. University education enhances efficiency if the manager is running a large bank. Managing director changes are systematically followed by efficiency changes....

poor nutrition at school age. It brings together a consortium of countries, donor organisations and centres of academic excellence to design and test strategies to improve the health and education of school-age children. The Partnership has international agency support from UNDP, WHO, UNICEF, The World Bank and British DFID, and is sustained through support from participating governments, the R...

We study the security of popular password managers and their policies on automatically filling in Web passwords. We examine browser built-in password managers, mobile password managers, and 3rd party managers. We observe significant differences in autofill policies among password managers. Several autofill policies can lead to disastrous consequences where a remote network attacker can extract ...